AMA
Playbook

Customer Communication

Tact and diplomacy

The Essentials of Communicating with Tact and Diplomacy in the Workplace

By | Posted Sep 27, 2017

Communicating with tact and diplomacy is critical to success for business leaders. When people lack these qualities in their workplace […]

Sales skill

Why Listening Is the Top Sales Skill

By | Posted Sep 20, 2017

Every great salesperson knows that listening is the most important of all sales skills. Most people think it’s the smooth […]

Business writing skills

Why You Need to Enhance Your Business Writing Skills

By | Posted Aug 9, 2017

As a manager, you want readers to understand what you write, right? Then make it easy for them to read […]

Storytelling as a sales tool

3 Reasons Storytelling Is A Master Tool For Salespeople

By | Posted Jun 2, 2017

Compared to other forms of communication used in sales, storytelling has a number of unique abilities. It can help capture […]

Empathy and customer service

The Most Important Customer Service Skill You’ll Ever Need

By | Posted Jan 30, 2017

As technology alters the customer experience—through messaging apps, chatbots, and more—what place does empathy have in improving customer service? People who […]

Customer feedback via social media

When Customers Tweet Feedback, Elon Musk Listens

By | Posted Jan 17, 2017

Social media is a valuable source of customer feedback—a point fully embraced by Elon Musk, CEO of Tesla and SpaceX. […]

Keeping customer service promises

Are You Keeping Your Customer Service Promises?

By | Posted Dec 15, 2016

Have you ever made this customer service mistake: You promise a customer to handle a problem quickly, such as a […]

business relationships

Business Relationships: With A Slim Margin of Error, Why Take Chances?

By | Posted Nov 4, 2016 | 3 Comments

Leadership and management books are usually about strengthening the solid lines in complex organization charts. However, sometimes the best approach is not complex, but really simple and straightforward. Yet this simplicity can be very profound.

email etiquette mistake

The Single Biggest Email Etiquette Mistake You Can Make

By | Posted Oct 31, 2016 | 2 Comments

No one really cares how their name is spelled on a Starbucks cup—only that the barista gets the drink right. But when you’re in a business setting, coming across as competent, trustworthy and approachable matters.

build a social media following

To Build A Social Media Following, First Know Your Audience

By | Posted Oct 27, 2016

Watch as Ragy Thomas, founder of Sprinklr, explains why entrepreneurs need to figure out who their customer is before they build a social media following.

authenticity in marketing

Lessons Learned: Always Strive For Authenticity In Marketing — And Life

By | Posted Oct 12, 2016 | 1 Comment

Microsoft’s Geoffrey CoIon attended some sessions at Advertising Week with his name badge and affiliation hidden, to see how people would treat him—and demonstrate the need for authenticity in marketing. Here’s what happened.

credible leader

What Does It Take To Be A Credible Leader? Straight Talk.

By | Posted Oct 7, 2016

Establishing and maintaining a reputation for honesty and consistency takes effort and vigilance, but the rewards that come from being seen as a credible leader are significant and long term—for both you and those you lead.

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